Frontline employees' emotional labor toward their co-workers: The mediating role of team member exchange

Drawing on job demands and resources and the conservation of resources theories, we examine the relationship between employees' emotional labor (EL) toward their co-workers and turnover intention with a mediator of team-member exchange and a moderator of supervisory listening. The results of this study using 312 hotel employees revealed that the relationship between employees' emotional labor (EL) toward their co-workers and turnover intention was mediated by team member exchange. A moderating effect of supervisory listening between surface acting toward co-workers and team member exchange was found, while a significant moderating effect of supervisory listening on the relationship between deep acting toward co-workers and team member exchange was not found.